Kiiza Dorris Aliganyira
Dublin,Leinster
Summary
Astute team player dedicated to customer satisfaction and retention. Possesses superior communication skills coupled with strong problem-solving and conflict-resolution abilities. Offers dependable work ethic and commitment to quality service.
Overview
5
5
years of professional experience
Work history
Operations Analyst
COVALEN
Dublin
2024.11 - 2026.04
- Resolved 40–60 customer inquiries daily through effective communication and problem-solving techniques, maintaining a 95%+ first-contact resolution rate.
- Improved customer satisfaction scores by 15–20% by implementing structured feedback mechanisms and addressing concerns within 24 hours.
- Collaborated with 5+ cross-functional teams to streamline service processes, reducing average response time by 30%.
- Mentored 3–5 junior representatives, contributing to a 20% improvement in team performance metrics and faster onboarding times.
- Resolved customer complaints with empathy, achieving a 90%+ customer retention rate and increasing repeat business by 10%.
- Handled 10+ escalated cases weekly, delivering resolutions that balanced customer satisfaction and company policy, with a 95% resolution success rate.
- Exceeded key performance metrics (KPIs) consistently, outperforming targets by 10–25% and earning recognition as a top 10% performer on the team.
- Maintained up-to-date knowledge of product and service changes, enabling 100% accuracy in customer communication and reducing misinformation-related queries by 15%.
Sales and Customer Service Executive
Castleend Consulting
Dublin
2023.09 - 2024.11
- Assisted 50–80 customers daily, maintaining a positive attitude and achieving 95%+ customer satisfaction (CSAT) scores.
- Built and maintained relationships with 100+ clients weekly through empathy, active listening, and clear communication, contributing to a 15% increase in customer retention.
- Participated in quality assurance initiatives by reviewing 20+ recorded calls per week, improving compliance adherence to 98%+ company standards.
- Enhanced customer satisfaction by resolving 90% of inquiries and complaints within first contact, reducing average resolution time by 25%.
- Accurately documented 100% of customer interactions in the CRM system, improving case tracking efficiency and reducing follow-up errors by 20%.
- Increased first-call resolution rates by 20% through in-depth to customers.
- Utilised knowledge of company products and services for increased sales.
- Responded promptly to customer queries, ensuring resolution whilst upholding satisfaction levels.
Student Ambassador
GRIFFITH COLLEGE
Dublin
2021.09 - 2023.04
- Provided support to 100+ prospective students per term, delivering timely guidance and contributing to a 15% increase in application conversion rates.
- Assisted the international office by handling 30–50 weekly inquiries on student life, visa processes, and accommodation, maintaining a 95%+ satisfaction rate.
- Guided and reassured new student cohorts of 50+ individuals, improving onboarding experience and contributing to a 20% increase in student retention during first semester.
- Collaborated with the admissions team to enhance outreach strategies, contributing to a 10–15% increase in student engagement and event participation.
- Organized and participated in 10+ university events annually, boosting attendance by 25% and strengthening student–faculty engagement.
Education
Bachelor of Arts - Accounting and Finance
Griffith College Dublin
Dublin, Ireland 01/2021 - 09/2023
Skills
- Salesforce software proficiency
- Customer relations
- Business development
- Interpersonal communication
- Data analysis in excel
- Microsoft office suite proficiency
- Order processing
- Basic accounting
- CRM Software proficiency
- Customer retention strategy
- Time efficiency
ADDITIONAL INFORMATION
Languages - English (first language), Spanish (Beginner), Luganda (Ugandan language)
ADDITIONAL INFORMATION
Interests - Traveling, content creation, watching documentaries, listening to podcasts.
Timeline
Operations Analyst
COVALEN
2024.11 - 2026.04
Sales and Customer Service Executive
Castleend Consulting
2023.09 - 2024.11
Student Ambassador
GRIFFITH COLLEGE
2021.09 - 2023.04
Bachelor of Arts - Accounting and Finance
Griffith College Dublin
01/2021 - 09/2023